MyStake Casino - Pelaajan tili on jäädytetty sähköpostivirheen vuoksi.

I recently signed up to Mystake. Although when signing up I entered the wrong email. The email was misspelled, there was 1 extra character. I have tried reaching out to MYstake KYC team over email with all of my information, this includes the issue, my username and all of my profile data. They just responded back to me with this

"Thank you for your email.

Please be informed that according to our terms and conditions creating a duplicate account is not acceptable. Due to a violation of our general terms, we have taken the necessary action to suspend the duplicate account.

Please be informed that the only verified account that remains active is associated with the username: *******

Note that if you are still detected creating any more accounts, you will be permanently terminated from using our platform. 

In order to assist you please communicate with us with the email address which is connected to your current account. "

So I reached out to them with my email that was ‘obviously the real one’, not the mistake one, and they clearly are just ignoring my issue and sending back this cryptic nonsense. I have tried withdrawing to see if I can get out of this but in the meantime I wanted to see if anyone could help me navigate this issue incase the withdrawal doesn’t work and I need to get the email changed to the real one to fulfill the KYC requirements.

Dear IH25,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify if you have more than one account in MyStake Casino? Have you created one account with your correct email address and another one with a slightly different email address?

Could you kindly confirm if you passed the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear IH25,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.